Problem
You are unable to unpause a work order in ServiceTitan Mobile 2.0, and the work order is not visible on the mobile side. Additionally, you cannot unpause the work order via the office side because the system thinks that the technician has marked the work order as done.
Solution
If you are unable to unpause a work order:
Check the timesheets of the work order along with the Work Order History to see if the work order is visible there. If the work order is not visible, it means the system has marked the work order as done.
If more work needs to be done, have the first appointment marked as completed and set up another scheduled appointment to ensure that the additional work is being done.
If you are unable to view the paused work order in ServiceTitan Mobile:
Note that the work orders listing in the ServiceTitan Mobile has a limit of 5 paused work orders that can be shown at a time. If there are already five work orders paused that have dates before the work order, the new paused work order will not appear in ServiceTitan Mobile.
Address any existing paused work orders, so any current work orders you need to pause will be accessible in ServiceTitan Mobile.
Pausing a work order should be reserved for short breaks, typically no longer than 30 minutes to an hour. For example, you can pause a work order if the technician needs to run to the store to buy a part and will come right back. For more, see Pause with ServiceTitan Mobile.
To unpause a work order, dispatch the technician again from the office. This will allow them to continue working on the work order. If the technician needs to go off to do something else and won't be right back, schedule a different appointment for the additional work.